SaaS and software
The follow-up question your NPS survey never asks
Your users write one comment in an NPS, onboarding, or support survey. Active Insight reads it, scores every topic their words support, and asks the follow-up a good customer researcher would ask, while the user is still there. Topics are fully configurable, so your survey speaks onboarding, support, billing, and product.
Why it fits
A 6 out of 10 tells you nothing. The comment explains everything.
A bare NPS score hides whether the problem is onboarding, a missing feature, pricing, or one bad support interaction. Active Insight separates the topics, scores only what the user’s words support, and asks a short follow-up when the feedback is vague. Serious mentions reach your team the same day, not in next quarter’s churn review.
For product teams
Evidence for the roadmap, not anecdotes
Every response runs through the same survey flow, so scores are comparable across plans, cohorts, and releases. Feedback arrives as rated topic scores with the user’s own words attached, ready to share with product, support, and success teams.
See it running on your product’s topics
Book 15 minutes and we will show you the survey flow with SaaS topics, or start with a free audit of your public reviews.
